Operations Management and Service Excellence

OPERATIONS
MANAGEMENT
AND SERVICE
EXCELLENCE

Table of Contents
INTRODUCTION...........................................................................................................................1
PART 1............................................................................................................................................1
Four Vs Analysis.........................................................................................................................1
Comparative Performance Objectives Analysis..........................................................................4
Design Analysis..........................................................................................................................7
PART 2............................................................................................................................................8
Overview.....................................................................................................................................8
Starbucks Global Operations Strategy........................................................................................8
Key Requirements, Capabilities and Challenges........................................................................9
Analysis and Evaluation of Chosen Operational Area..............................................................10
Recommendations.....................................................................................................................12
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
Operations Management refers to an area of study and practice which relates with
appropriate planning, organising, directing and controlling all the operations that are necessary
for a company to ensure accomplishment of different organisational objectives (Jaca and
Psomas, 2015). On the other hand, service excellence refers to the effectiveness within the
offerings and management of the company to provide maximum benefit to their customers.
Hence, in this relation, the report below is based on Starbucks, which is one of the leading
organisations in the global food and beverage industry. In context to this organisation, the
assignment below is based on two parts. The first part appropriately covers comparison of
Starbucks with Gregg, which is another food and beverage organisation within the United
Kingdom. It covers a comparison based on Four Vs, Performance Objectives as well as Design
analysis. Moreover, the second part of the project appropriately and effectively undertakes a
particular are of operations management, reflecting the aspects of success within Starbucks.
PART 1
Four Vs Analysis
Four Vs Profile Diagram
The Four Vs analysis refers to the elements and factors that are required to appropriately
ensure development of the overall process design of the firm. This combination of these several
characteristics is required by companies to determine the extent to which the processes adopted
by the organisation are being implemented at their fullest efficiencies. Furthermore, there are
several major decisions which are taken by the organisation on the basis of these characteristics
in a better manner (Psomas and Jaca, 2016).
1

Illustration 1: Process Characteristics:
The Four Vs
(Source: Operations Management, 2019)
Definition of Four Vs
These elements within the 4Vs are very much required for companies to analyse and
implement which would help them in determining the effectiveness of operations management
(Copacino, 2019). Hence, in this context, all the elements along with necessary operations are
discussed below:
 Volume:
It refers to the volume of food items produced within the organisation. Furthermore, it is
not just related to the food manufacturing aspect, but also the product delivery of the company.
 Variety:
This element is related to the flexibility of operations which is necessary within an
organisation. However, this could often increase the cost within the company. This could be
related to the operation of service delivery within the company outside their niche market
(Campbell, Jardine and McGlynn, 2016).
 Variation:
2